Workforce analyst Jobs in Tucson, AZ

Our Opportunity :

As a CS Real Time Analyst, you will manage CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics leveraging understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives.

What you'll do :

• Continuously analyze business activities in real-time and re-forecast to improve the balance of service levels and occupancy through appropriate measures.
• Make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives.
• Deliver bridges, synopsis, insights, and plans of action for forecasting, planning, and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
• Coordinate all aspects and address immediate responses to events like technical outages, application failures, unforeseen facilities closures (safety-related), and call out to relevant internal and external teams if necessary.
• Monitor and process real-time requests and adherence, including generating real-time absenteeism, NCNS, appropriate notification, and occurrence reporting.
• Collaborate with Operations and Workforce Management teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and completing customer service activities.
• Engage in Chewtopian level communications with agents and operations when monitoring / addressing agent behaviors in a consistent and encouraging manner.
• Build a positive work environment that nurtures successful performance of the customer service team. Display empathy, patience, and understanding while offering accurate mentorship to agents and teammates.
• Be an ambassador of the spirit and intent of the Chewy Operating Principles.
• Commit to learning and developing yourself to better Chewy as a whole.
• Expand knowledge to complete practical Real Time Management understanding and application.
• Support any assignments as needed.

What you'll need :

Bonus :

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].

If you have a question regarding your application, please contact [email protected].

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